Frequently Asked Questions

We’ve given answers to our most popular questions below but if you need to know anything else or would like to get in touch, please visit our customer service page.

About deliveries during the COVID-19 pandemic

While our printers are working very hard to ensure that you will still receive your order, please be aware there might be some delays. At this moment, the printers are still open and able to print your personalised books. For delivery, we ask that you add 2 working days to the delivery time quoted in your order before contacting us flagging your order is late.

Why do some of your personalised books take 3 working days to process and others take up to 10 working days?
This is because we work with different suppliers to provide some of our personalised products. On the titles that take up to 10 working days from order to delivery there is a higher level of personalisation in the form of personalised avatars. This takes a little longer to process, so we advertise a slightly longer wait time for these titles. In reality, they are often dispatched within 5 to 7 working days – but at peak order times it might take the full 10 days. Your estimated delivery date will be shown in your basket.

How much is delivery?
Our delivery costs vary depending on the book you choose, but these will be between £1.80 and £2.50 and will be clearly displayed at checkout. Please note that all delivery charges are on a per item basis, so you may be charged more than once, but each book will be dispatched as soon as it is ready. There is no express delivery option.

Do you ship outside the UK?
We regret that due to licensing restrictions we can currently only ship to addresses within the UK. We do ship to the Isle of Man.

Can you print accented characters in the books?
We cannot currently print accented characters or emoticons of any kind in our books. Please keep messages to text only.

Can I have more than one friend’s name in my personalised book?

No, our personalised books only allow your child’s name and one friend. The friend character is only mentioned briefly near the end of the story.

What if there is a mistake in my book?
We ask you to carefully double check all the details you provide in your book before you complete your order. We regret we cannot refund for any mistakes resulting from incorrect information.

Can I return my book?
We regret that because of the personalised nature of our books, we cannot accept returns.